Genesys cloud support

Role: Genesys cloud support engineer

Experience: 4+ Years

Location: Remote

Notice period: Within 1 month

JD:

• Designing, implementing, troubleshooting, and optimizing Genesys Cloud solutions while integrating with enterprise UC platforms, CRM applications, and cloud services to deliver seamless customer experiences.
• Administer, configure, and support Genesys Cloud CX platforms.
  Design and maintain IVR, ACD, call routing, queues, Architect call flows, and omnichannel services (Voice, Chat, Email, Messaging).
  Manage user provisioning, roles, permissions, queues, skills, and routing profiles.
• Support inbound/outbound voice services, campaigns, call recording, quality management, and workforce optimization.
  Troubleshoot call routing, SIP trunk, SBC, telephony, and media issues.
• Integrate Genesys Cloud with Salesforce, ServiceNow, Microsoft Teams, and other thirdparty SaaS platforms.
• Configure and support APIs, webhooks, OAuth, and integration services.
• Monitor platform health, performance, availability, and reporting using Genesys Cloud analytics.
• Perform platform upgrades, backup validation, license management, and capacity planning.
• Support incident, problem, and change management while coordinating with Genesys Cloud support and telecom providers.
• Develop automation for operational tasks using APIs, scripting, and orchestration tools.
• Participate in migration and modernization projects from onpremise contact centers to Genesys Cloud CX.

Required Skills

Genesys Cloud CX Administration
Architect Flow Design & IVR Development
ACD & Omnichannel Routing
SIP, SIP Trunking & SBC
Contact Center Operations
Call Recording & Quality Management
Reporting & Analytics
User & Queue Management
REST APIs & Webhooks
CRM Integrations (Salesforce, ServiceNow)
Incident, Change & Problem Management